Great customer service is crucial to the sustainability of an organization, profit or nonprofit. 55% of customers would gladly pay extra to guarantee a better service, and the probability of selling to an existing customer is 60-70%, versus the probability of selling to a new customer is 5-20%. So happy, returning customers are key, and an organization can’t rely on technology alone to serve and service their customers.
As such, I had a great conversation with Steven Van Belleghem, author of multiple international best-selling books, including Customers the Day after Tomorrow and The Offer You Can’t Refuse.
We discussed:
- Seeing customer service as a profit center, not just a cost center
- How to combine the strengths of digital technology with human interface
- Zero tolerance for digital inconvenience
- The real challenge of the future
- How you make customer service a more human experience
- How to become a partner for life with your customers
- What responsibilities companies have toward their customers
- “Friction hunters”
- The #1 thing an organization can do now to improve customer service
About Steven Van Belleghem
Steven is an expert in customer centricity in a digital world. He is a highly sought-after speaker and over the last 5 years, he has given more than 1,000 keynotes in 40 countries. He has also shared the stage with former President Obama. His books have sold more than 150,000 copies and his latest book is featured as must read by 2020 by Forbes.
Steven believes in a bright future where companies play the long-term game with their customers. His passion is spreading ideas about the future of customer experience. Steven believes in the combination of common sense, new technologies, an empathic human touch, playing the long-term game and taking your social responsibility to win the hearts and business of customers over and over again.
Connect with Steven:
Facebook: https://www.facebook.com/steven.vanbelleghem.9
LinkedIn: https://www.linkedin.com/in/stevenvanbelleghem
Twitter: https://www.facebook.com/steven.vanbelleghem.9
